Experience: 7+ years About the Role

This is a technical product built on contact center and customer experience infrastructure, so the role requires enough technical fluency to work credibly with engineering on scope, feasibility and tradeoffs. Own the strategy and roadmap for the product line, translating client needs and business priorities into a prioritized, sequenced plan

Partner with engineering to translate business requirements into explicit technical specifications, understanding at a working level how the underlying systems, integrations, and data flows support the product

Develop the product's value proposition and structure it into a pricing and packaging model aligned with the outcomes delivered to clients

Partner with engineering and delivery teams to plan and pace releases, balancing speed to market with quality and predictability

Present product strategy, roadmap, and business impact to senior leadership on a regular cadence

7+ years of product management experience, including ownership of a product or product line from strategy through launch

- CCaaS platforms, IVR, ACD/routing systems, WFM, and QA/analytics tools),



gained through experience in customer service, contact center, or BPO/outsourced service environments
- Comfort working with technical concepts such as APIs, integrations, and data flows at a level sufficient to scope requirements and evaluate tradeoffs with engineering
- Experience developing pricing or packaging models aligned with client value and business outcomes
- Demonstrated experience conducting structured competitive analysis to inform product decisions
- Experience managing relationships across clients, executive sponsors, and engineering teams
- Strong written and verbal communication skills, including experience presenting to senior leadership and external clients

Experience in omnichannel customer care, specifically across voice, chat, and email

Experience writing or reviewing technical requirements or PRDs in partnership with engineering

MBA or equivalent experience in business, strategy, or analytics

Experience operating in a matrixed organization with influence over engineering priorities

📌 Continuous Improvement Manager (Packaging) (Mumbai)
🏢 eClerx Investments
📍 Mumbai